Climbing the Ladder (Kenny B. Part III)

It had been about two weeks since Kenny had fired Eric and things had been going quite well on all fronts. In fact, after hearing the tale of Kenny's first termination, Sammy, the owner of the quaint and increasingly popular cantina and cafe where Kenny had been the bar manager, had offered Kenny a promotion.
"I'll still be overseeing things day to day," Sammy had said, "but, you'll be in charge when I'm not here. You just make sure things run smoothly and lock up at the end of the night. We'll take it from there."
Kenny enthusiastically accepted. Along with a decent pay raise, Kenny thought about how nice it would be to get out of the requisite server/bartender uniform and come into work dressed in a nice pair of slacks and button up shirt of his choice. Kenny felt that he cleaned up pretty well, and he hoped that Ruby, his secret

Image via Wikipedia

crush, would notice as well.
It was proving difficult for Kenny to garner the attention of Ruby, despite his numerous efforts. Thankfully, Sammy had accelerated the process substantially. On the first night of the staffs' orientation, he had noticed something unusual while reviewing the new employees I-9 forms.
"It looks like we have a couple with the same birthday," Sammy announced to the staff. "Ruby and Kenny are both Christmas babies. Well - close, at least. December 23rd."
That was actually the first moment that Kenny had really, really, noticed Ruby.
"Let's be birthday buddies!" Ruby motioned to Kenny.
Kenny smiled and nodded. "Yeh, birthday buddies."
She was gorgeous. Curly, dirty blond hair. Bright blue eyes. A smile that lit up the dark.

Later, during that first evening of orientation, Sammy had initiated a game amongst the staff meant to be an icebreaker. Passing around a huge bowl of M&Ms, he instructed everyone to take as many as they pleased. Once the bowl had circulated the room, Sammy announced, "For every piece you took, you have to announce one fact about yourself."
Kenny noticed some of the people nonchalantly raise their hands to their mouths, suddenly full and chewing. Kenny, thank God, had only taken two. He felt like all the sudden he had nothing to say about himself. No past. Just future.
The blurbs and facts were declared one after another, and then it finally got to Ruby. Kenny was all ears.
"I once got a tic-tac stuck in my nose when I was two," Ruby gleamed, "and I also bungee jumped naked in Australia."
Kenny involuntarily spit his M&M from his mouth. "Wow," he thought.

So, since that evening, Kenny had been bound and determined to learn more about Ruby, and, the more he learned the more he liked. But, that's a long story for another time...

Naturally, Kenny had seen his promotion as an opportunity to prove himself to Ruby. In the end, this turned up to be a mixed bag.
All in all, Kenny reckoned that his advancement was proving to be mostly positive. He felt that he was doing a good job as the manager. Massaging the guests was second nature. Kenny was a natural. He used to say that he could "sell shaving lather to a bearded woman." I never really understood that. At any rate, his even-keeledness and rapport with the staff seemed to be meeting a happy medium.
One thing had concerned Kenny, though. He noticed that the kitchen crew had been speaking to him in more Spanish than usual. Kenny, however, had taken French.


Kenny had prided himself on the bond he had built with the back of the house crew since the restaurant had opened. For a year previously, Kenny had been a sous chef at a tasteful Neaveu American restaurant, and had experience cooking. He knew what it was like to be behind the line.

Carlos, the head chef, began referring to Kenny as Hefe, which Kenny knew to mean "boss". As much as Kenny dreaded being called that, he was more concerned about the untranslatable words that always seemed to proceed it. Kenny often deciphered the words donkey, mother, and bludgeon, but not much else. It did not bode well.
As time over the next few weeks passed, Kenny noticed that the ripples that began in the kitchen began to work their way through the rest of the restaurant.
As a manager, he had to encourage, reprimand, mediate, and even fire people that were his friends. He had to be that hefe that Carlos referred to him as.
It's not fun when people you used to chug beer and bitch about business with become all of the sudden guarded around you. Sometimes, it's not pleasant being in charge.
Kenny thought about Ruby.
"Maybe I can stick it out a little longer."

Consistency

We've all been there before. Its Friday night happy hour at you and your chum's favorite haunt and your Manhattan is well-balanced, ice-cold and delicious. You go back Tuesday and a different bartender serves you one that tastes like pure, unfiltered jet fuel. At Sunday brunch, the Manhattan you receive is alright - not as good as Friday's mind you - but, the cherry is missing. Monday, you realize maybe you are drinking too many Manhattans, but that's another story.
The takeaway here is that people like things to be the same way that they were the last time they had them at a restaurant. There are so many ways that proper consistency can go awry that it can often be a challenge to stay on top of it. Inconsistent portions, flavors, presentations, service styles - these are all obstacles that block the repeat business of your customers.
Whether its in the back or the front of the house, the potential for inconsistency abounds. Steering one's way clear of these pitfalls consists of a number of measures and methods. It all begins with proper, monitored training, but consistency must constantly be assessed.
To learn more about what measures you and your business can take to ensure this vital piece of the puzzle fits into place, contact me at petegentzler@yahoo.com to discuss a personalized consultation. Thanks again for stopping by, and be sure to check in tomorrow for the continued tales of Kenny Bloggins, and Saturday for the recipe of the week - its going to be a sweet surprise! Then on Monday...back to business. Until then...

Good Grub, Charlie Brown! Part II

I've witnessed many a server, red-faced and sobbing on busy nights, cursing the chefs and kitchen crew. There are ma

Image by PeterDuke via Flickr

ny things that chefs may sometimes be referred to that are altogether unflattering, but one thing that they must be referred to, without any doubt. They must be good cooks! So, how does one find a great chef? First, certain myths must be debunked.

• Myth #1: All chefs must have graduated culinary school.

Wrong. There is certainly nothing wrong with culinary school, and hopeful graduates do indeed learn a wealth of valuable information, but it doesn't always make them good cooks. True, a chef does need some type of training to be successful, but finding someone that trained under a great and accomplished mentor can sometimes rise to occasions in real-life situations that campus studies may not accurately portray. Never dismiss ANY trained chef until you've tested his skills.

• Myth #2: Great chefs are sensitive to feedback.

Wrong. Great chefs proactively seek feedback. Sure, offense may be taken when a guest asks for ketchup to put on their perfectly grilled filet, but that's a horse of a different color. If criticism is warranted, and delivered in a professional way, a great chef should be able to handle hearing that there soup needs a little salt.

• Myth #3: Chefs loathe "special orders".

Right, however...A dedicated team player knows that the satisfaction of the guest is paramount. Is it a royal pain in the keester? Usually. Does it have to be done? Within reason, yes. And, under no circumstances is it cool for berating a server because they have a hypo-allergenic vegan at their table. No need to shoot the messenger.

• Myth #4: Most great chefs are arrogant.

Well...yeah. You guys and gals know its true. The exceptional ones deserve to be. Being able to take food and turn it into an emotional experience for the guest is an artform.

So, in the first section of Good Grub, Charlie Brown! we examined the obvious and decided good food was pretty important for any restaurant, and, ipso facto, a successful operator needs a capable kitchen staff that can get the job done correctly.
There are several different protocols that need to be followed when selecting your kitchen crew. As always, to learn more, I am available for consultation! Just get ahold of me at petegentzler@yahoo.com. I hope to hear from you soon.
Thanks again for stopping by, and be sure to check out tomorrow's blog as we continue exploring ways to make the most out of your restaurant!

Good Grub, Charlie Brown!

I was 20 years old, on a road trip with my mom and dad from Paonia, Colorado to Anaheim, California to visit some relatives we hadn't seen in far too long. I was laid out in the back seat of my dad's cherry '77 New Yorker. The backseat was more like a bed, and as

Image via Wikipedia

I was swiftly on my way to what would surely would have been a beautiful nap filled with California dreams, my dad pulled into an unassuming restaurant around Barstow. And, though I will unfortunately never be able to remember the name of the establishment, I will never forget the swordfish I ate there that day.
When you can fondly recollect a meal you had 14 years ago, it's pretty safe to assume it was something special. I've had a few meals like that. The kind that seem to stick in your mind like a fantastic dream that only seems to get better with every passing day. But, before I wax too poetic, I should probably get down to what this article is all about in the first place; food.
I don't care if you have the finest service in the world and a location that surpasses all others - if your restaurants product is not outstanding, people will generally not return.
There are lessons to be learned regarding the importance of exemplary product,and the lessons must be an emulsion of Ma and Pop mentality mixed with corporate structure and a dash of nuance and imagination.
Over the next few days my blog will focus on some of the most crucial aspects of providing great product to the customer - and be sure that doing it right is NOT all about the taste. Check back to see what I'm talking about. Until then...mangi bene e sia bene! Grazie!

Cross Training and Creative Staffing

Certain situations call for certain measures. We've all received that phone call an hour before the shift; a server with pink eye, a dishwasher with a dead car battery, a hostess with a sprained ankle after basketball practice. When an employee call in sick, operators begin to lose options, and, without fail, these

Image via Wikipedia

occurrences always seem to happen on the busiest nights. That's when cross-training and creative staffing come in handy.
All to often, operators find themselves in a bind when employees take sick or personal days. There are ways to alleviate the pain and distress these situations may cause, and it's all about forethought and preparedness.
The importance of cross training and creative staffing should not be taken for granted. A garmange who knows how to wash dishes; a hostess who knows how to bus, a sever who knows how to host - all of these employees, with proper motivation and training, can help operators out of an array of binds.
Don't be reluctant to use your employees where they are needed. If your training program is comprehensive and entails comprehensive education of core duties for multiple positions, you safeguard yourself from surprise absences. The most important thing is letting all employees know that they are a part of a unified team, and that they may be called on for different duties.
Every restaurant owner must have constant alternative, a "plan B", to fall back on should the going get rough. The more cards you hold in your hand, the better your chances are for success. (Except in Rummy...you know what I mean!)
To learn more about cross-training, or to develop a program specific to your business, please contact me at petegentzler@yahoo.com.
Until then...mangi bene e sia bene! Grazie!

Muey Delicioso Mexican Dinner

For this week's family recipe I want to share one of my mom's best dishes, a chile rellano, with a couple of my own additions; black bean barracho and tostada atun. I hope you enjoy these dishes. Coma bien!
For the chile rellano you'll need:

• 2 Large roasted and peeled pablano peppers (for tips on roasting your own see "tips")
• Enough colby-jack cheese to fill the peppers
• Eggroll wraps
• 8 Cups of oil (vegetable, canola, EVOO, etc.)

Begin by heating your oil at a medium high in a stout-bottomed stock pot or fryer. *Test the oils heat by throwing a medium crumb of bread into the oil. When the oil reacts, quickly frying the bread, it is at the appropriate heat.
While the oil is heating, take your prepared peppers and make an incision 1/2 way through the top of the pepper just under the stem. Lift up the top and make sure that the pepper is free of seeds and fairly dry inside and out. Insert cheese, shredded or cubed, into the pepper. Fold the lid and stem over to its original state.
Next, lay two eggroll wrappers flat on a clean surface. Adjoin the two wrappers, wetting the overlapping edge by one inch, "gluing" the wrappers together.
Lay the stuffed pepper onto the wrappers diagonally, and roll it like a burrito. Be sure to moisten all loose edges of eggroll paper and to secure them at each fold. Give the finished product a nice squeeze to make sure it's sealed up tightly, then brush it with a final coat of water or egg wash.
Check the temp of the oil. If it is hot enough, place the rellanos into the stock pot or fryer. The oil should just cover the rellanos.
Fry until the rellanos are at a nice, crispy golden brown.
Remove the rellanos from the oil and place on a plated paper towel to absorb excess grease.
Serve with your favorite red chili, green chili, or mole!

For the Tostada Atun you will need:

• 6 oz. fresh tuna
• White corn tostadas
• Cajun seasoning
• Adobo paste
• Tartar sauce
• Thinly sliced cabbage
• Lime wedge
• Diced avocado
  
• Sliced tomato
• Cotija cheese

Cube the fresh tuna into one inch chunks and sear in a pan of olive oil. Season the tuna liberally with cajun spices. Mix adobo paste and tartar sauce to taste and smear over the tostada. Top with shredded cabbage and diced avocado. Once tuna is cooked to medium rare, tranfer to tostada and top with sliced tomato and Cotija cheese. Add a squeeze of lime and enjoy.

For the Black Beans Barracho you will need:

• 1 can of whole black beans
• 1 cup sweet corn
• 1/4 medium red onion
• 1 tsp. salted butter
• 1 tsp. chili powder
• 1/2 cup fresh chopped cilantro
• Salt and pepper to taste

Sautee the red onions in butter in large skillet over medium low heat until fairly well caramalized. Add remaining ingredients and simmer until tender.

There you have it! A truly fantastic Mexican feat that is sure to please the eye and the palette!
Until next time...

The Perfect Margarita

Upon reflection regarding my last post, Muey Delicioso Mexican Dinner, I thought it only fair to include my recipe for the perfect top shelf margarita. Drink these with caution - they are as deadly as they are delicious!

You will need:

Image via Wikipedia

• 1.5 oz. Patron Gold
• 1 oz. Cointreau
• 1 oz. Gran Marnier
• Juice of one lime
• 6 oz. Sweet and Sour mix

Place all ingredients except Grand Marnier into a shaker filled with ice. Shake until frosty and pour contents into a salt rimmed, iced Collins glass. Float with Gran Marnier. Take tomorrow off!

Kenny's Saga: The Terminator Part Deux

When Shel told Kenny that Eric was waiting in the parking lot to talk to him, a dozen scenarios flew through his mind. At first, Kenny thought, maybe Eric would just deck him. What if Eric

Image via Wikipedia

was crazy though? Kenny had only met him two weeks ago, and for all Kenny knew he could be some kind of marker sniffing, gun toting maniac.

"Just relax," Kenny told himself, "He's probably just here to kick your ass."

As Kenny walked towards the door, Shel asked if he wanted her to come along.
Kenny, in an attempt to keep up the illusion of bravado, replied, "It could get rough out there, kid. Real rough. Wouldn't want you to get involved."
Kenny winked and opened the door. He immediately heard the sound of a car's hood being punched.
"Well, Shel, maybe you could just watch from the door."
Kenny saw Eric in the darker part of the lot. Eric was violently pummeling his own car. Kenny wondered if Eric had been stung by a swarm of bees since he last saw him, for he had swelled once again to a much larger size.
"Hi Eric," Kenny said as he walked in his direction.
Eric stopped beating his Ford Taurus and looked up. "Kenny," he said quietly.
Kenny walked up to Eric. He was bigger yet up close.
Eric stood before Kenny with his ham-sized fists clenched, his huge face red and contorted with seeming rage.
"Kenny," Eric whispered, "what am I going to tell my wife?"
At that moment Eric broke down into tears and squeezed onto Kenny like a long lost Binky.
Shocked and without words, Kenny patted Eric on the back.
"Shhhhhhh," Kenny mouthed awkwardly. "Shhhhhhhhh."
Kenny was never good with crying people - least of all gigantic, gropey misogynists whom he'd recently fired.
What started out being awkward only became more so after five minutes of sobbing, squeezing, and shushing.
Finally Kenny said, "Maybe you should just lie to your wife, you know? She might get pissed if she finds out you were fired for, you know, feeling that 20 year old up and calling Ruby a bitch. Sorry, dude, but I should probably get back to work."
Kenny wasn't trying to be cold, but as he said the words, he realized that Eric deserved to be fired, and that explaining that to his wife was Eric's problem.
Eric shoved Kenny off and gripped the door handle of his car.
"I'm going to own this place in a month!" Eric exclaimed while wiping the tears from his eyes. They never heard from Eric again.
Eric sped off through the parking lot as Kenny walked back to the doors of the restaurant. His first termination came with some surprises, but all ended up well in the end. Kenny did realize, however, that letting someone go had a ripple effect. Kenny fired Eric for the sake of the restaurant. He hadn't thought about Eric's wife, kids, or problems. Kenny decided from that point on that he would keep track of the number of people he would eventually end up firing. Not for bragging rights, but more so to remember that lazy servers, hungover bus boys, lecherous bartenders, and stoned cooks - as inadequate their performance may be - are people with kids, mortgages, car payments, and student loans. In a way, Kenny said the more people he terminated, the easier it got. By keeping track of the numbers it helped him see all sides of the situation and realize the ramifications. As a result, of the 68 people Kenny has had to fire, he can only recollect one who didn't deserve it. That number would be higher if Kenny didn't keep track.
Anyway, back to the story. Kenny walked slowly back to the restaurant, newly aware of what it meant to be the boss.
There was a group of employees gathered around the hostess stand as Kenny entered. Ruby was there, too.
"Well...what happened?" Shel asked.
"I thought you were supposed to be watching me from the door," Kenny replied.
"Well, I wanted to refill my soda first and then everyone asked me what was going on. We couldn't see you from here anyway," said Shel.
"Are you going to tell us what happened or not?" Ruby interjected.
"He said he was really sorry. That's all."

Suggestive Sales

There are a couple of service behaviors that occasionally chap my hide when I'm dining out. The first is when a server takes suggestive selling too far and tries to shove the highest priced menu items down my throat. The second is when a server I don't know from Adam sits down in the booth next to me or my girlfriend and starts reciting the specials. I've always wished I'd see one of the servers that has done that to me while they're dining out at some random restaurant. I'd love to sit down next to their dates, saying, "Hey buddy! Remember me? How's it going? I really liked how you sat down for ten minutes with every customer in your section while I didn't have ketchup for my hamburger."
It's not that I'm antisocial, and I certainly don't have anything against suggestive selling - but, it's got to be done correctly - in a way that's neither obnoxious or invasive. Luckily, there are plenty of ways to skin that cat.
Suggestive selling, when done appropriately, benefits everyone; the owners, the tipped employees, and best of all, the customer. When servers genuinely and professionally provide options for the guest they have an opportunity to personalize the diner's experience and display their knowledge of the restaurant and its product at the same time. Meanwhile, the trickle-down nature of the increased sales helps to fill the restaurant till while lining the pockets of anyone that works in a tipshare.
Like any other aspect of your training package, successful suggestive selling techniques need to be coached and rehearsed. Likewise, tracking systems should be created to examine the benefits of suggestive sales coaching. Putting the information into the context of dollars and sense will ensure that everyone involved will be on board. Creating challenging and fun sales contests with staff members can also be good incentive. In the end, the the effects on the bottom line can often be quite impressive.
A large portion of my training packages and presentations focus heavily on suggestive sales techniques. If you'd like to learn more, email me at petegentzler@yahoo.com for further information.
Friday, the ongoing tale of Kenny Bloggins continues on this site. The next day is family recipe Saturday. Next week we'll get back down to talking about making the most of your business!
So, until tomorrow...mangi bene e sia bene! Grazie!

Shift Meetings

Welcome back to Running Restarants 101!  Today we'll be taking a look at the value of conducting shift meetings with your staff.  It's a great way to rally the troops and make sure that everyone has any special information they need for service.  The value doesn't stop there, though - shift meetings can be a whole lot more.
If you haven't conducted shift meetings on a regular basis at your restaurant, it may be hard to implement them initially.  After all, your staff will need to be in uniform and ready to get to work about 15 minutes earlier than usual.  In the beginning, it may be necessary to adjust scheduling to get people into the swing of things, but the slight bump in labor costs will prove its worth immediately.
Some of the wonderful benefits of shift meetings are the following:

• Increased Teamwork - Letting everyone on the staff know about shiftly goals and creating a game plan prior to a shift can make things flow much more smoothly.
• Attention to Detail - You may not have noticed the glob of guacamole smeared across a server's apron had your team not assembled in front of you before the shift.  This is an excellent time to check that uniforms, smiles, and attitudes are in proper order.
• Increased Professionalism - Use pre-shift meetings as an opportunity to educate your staff on the shift they are going into.  Giving the staff an opportunity to taste the daily specials and ask the chef questions dramatically increases the ability to suggestively sell to guests.  This is also a good time to go over the books in order to anticipate rushes and lulls during the ensuing shift.
• Break Down Walls  - Include all members of the staff in your meetings to build comradery between the back and front of the house.
• Learn From Mistakes and Successes - Occasional post-shift meetings can help to untangle the knots of shifts that don't go exceptionally well, and to share insights and experiences when they go exceedingly smoothly.
• Have Fun - Try to interject some humor and rapport building in your meetings.  This is a great time to have a laugh or two before the real business commences.

Taking the time and effort to make shift meetings a part of your restaurant's routine can pay serious dividendes when done correctly.  Contact me and I'll teach you how to get the most out of your time!  Thanks for stopping by, and until we meet again...mangi bene e sia bene! Grazie!

Defined Systems of Service

I was consulting for an upscale restaurant awhile back, and after a few days on the job, asked the owner if I could be let in early one morning, two hours before any other staff arrived, to have a look around.  I was shocked at the lack of basic organization and cleanliness that I encountered.  The hot food window had wilted lettuce firmly stuck upon the

Ray Charles via last.fm

stainless steel, day old coffee was left in the shuttles, hardened rice and various other debris was swept into small piles in the corners, soiled towels were left out on counters, sugar caddies and condiments were halfway filled - it was a real mess.  I requested that the owner join me for a walk-through and promptly asked him if Ray Charles had closed the night before.
The owner seemed to believe that things weren't as bad as they looked, and commented on how the night before had been extremely busy.  He then said that he'd really need to talk to the kitchen crew and service staff about tightening it up a bit.  
I told him that it might be time to update the sidework and closing duty lists, and to reevaluate check out procedures.  He then explained that none of those things were ever created.  I then told him, with all due respect, that the problem wasn't with the staff but indeed lay with the owners and management team.
How can employees live up to the expectations of operators if they don't know what those expectations are?  Clearly defining duties and putting systems in place to ensure that they are being carried out properly truly is a core lesson in Running Restaurants 101.  
Specific cleaning and organizational needs vary from business to business, but it's safe to say that they need to be carefully assessed, documented, and related to all members of staff.  Duties that go undone often breed resentment among staff`members, and can sometimes lead to unnecessary, unproductive conflict. Not to mention the fact that disorganization and lack of proper cleanliness can substantially increase costs.
The use of checklists for prep, sidework, and opening/closing duties can help make your restaurant a better business with relatively little work.
As always, more information is available through my business, so please feel free to contact me if you have any questions!  Next time we'll examine the usefullness of pre-shift meetings.  Until then...mangi bene e sia bene! Grazie!

Teamwork & Total Restaurant Awareness

Welcome back to Running Restaurants 101!  Last time we conducted an overview on the importance of proper training.  Today, we'll be addressing two other crucial aspects of providing exemplary service: teamwork and awareness.

Just like any other team, restaurant staff members need to work together cohesively in order to get th job done right!  Whether your restaurant is focused on "one-on-one" service experiences in which guest contact is primarily limited to their server, or you run a restaurant that uses multi-server systems ( i.e. foodrunners, rovers, bussers), there still needs to be an active and clear line of communication between your employees.
There are few things more frustrating as a restaurant customer the

Image via Wikipedia

n waiting for assistance from your busy server while you observe other members of the staff standing around chewing the fat while they could be refilling your coffee.  For this reason it is imperative that you advise your crew to communicate effectively - asking for help when needed and offering it when able.  
That is where Total Restaurant Awareness comes in.  If your front of house staff is not constantly moving through the restaurant with their eyes wide open not to only their own sections, but the restaurant as a whole.
As I always tell my teams during pre-shift meetings, if one server is sipping tea in the back while another is running around like their butt is on fire and their feet are catchin', something's not right!
There are a lot of ways to foster teamwork and a solid awareness of surroundings, and it is well worth any manager or owner's time to research them.  I incorporate different techniques in the manuals I create, and am available to consult operators on the methods that have proven to be great successes.
Next time we'll be looking at structured service systems and the important roles they play.  Thanks for stopping by, and until next time...mangi bene e sia bene! Grazie!

Kenny Bloggins: The Story Unfolds

I had always admired Kenny. He had been in the restaurant business a lot longer than I had been, and he seemed to be saged yet severly battered down at the same time. His stories made me realize how truly insane and unpredictable working in a restaurant could be, and, with due respect, I submit some of his tales to you. Don't forget that Running Restaurants 101 wants your stories, too. Just check out the Kenny Bloggins summary on the right side of the blog's main page! Anyway, on to Kenny...

Cover of The Terminator

The Terminator

Kenny had been the bar manager at a newly opened, Baja cuisine Mexican restaurant for about two weeks when it all went down. Sammy, the owner, had tied on a bit of a buzz that night. In only two weeks the restaurant had shown excellent potential, and Sammy was celebrating. He left a corporate consultant job to open his own place and it was working out like a charm. Sammy ordered another Crown and Coke, slammed it down, and kissed his wife, Beth. Thrusting the keys over the bar, Sammy proclaimed that he would be taking his wife out for a well-deserved date, and asked Kenny if he could run the show and lock up at the end of the night. Kenny gladly accepted, blissfully unaware of the weight that keys can bring.
After a bit, Kenny briefly thought it was odd the owner would leave the reigns - not to mention the keys - with a newish twentysomething bar manager on a busy Friday night. What the hell, right? What's the worst that could happen? Kenny had been in restaurants a long time. What could possibly go wrong?
An hour after Sammy left there was a line at the door. A big line. Ushering people to the bar to have drinks while they waited for their tables, the hostesses corralled the remaining patrons as best they could. Eric and Candi were scurrying behind the small bar, attempting to serve drinks as quickly as possible, but the thirsty guests kept asking for more margaritas, more pina coladas, and mai-tai have anothers'. Trying to maintain equilibrium of the restaurant in the owner's absence, Kenny scuttled back and forth from the kitchen to the dining room to the bar in an attempt to make certain that everyones' needs were met.
Midway through the crowded dinner service Kenny passed the bar when Candi, Eric's barback, caught his arm. Much to Kenny's dismay, Candi informed him that Eric, the bartender, had been making lewd comments and unduly rubbing himself against her all night. Kenny thought he knew what he had to do, but unsure of his authority, hesitantly called Sammy for his advice.
"Fire 'im," said Sammy. "Tell him to see me Monday if he has a problem."
Kenny had never terminated anyone before, but it was down to it. Not only had Eric demeaned Candi at this point, he had also called Ruby ( a beautiful waitress Kenny happened to be enamored with, and later engaged to) an "impatient beeyatch" for waiting on her drinks at the service bar.
Pulling himself up by his bootstraps, Kenny walked up to Eric and asked him to step back into the office. Unsure what to say, Kenny looked at Eric and quickly blurted, "Candi said you were groping her and you called a waitress a bitch and Sammy said you need to leave right now."
"What?" Eric scoffed. "You can't send me home for the night."
"Actually," Kenny replied, "I'm sorry, dude, but you're actually fired." It was at this moment Kenny realized how much larger Eric was than him. Bracing himself, Kenny said, "I know it totally sucks, bro."
Strangely enough, after that comment, Eric turned around and slammed the door of the office. He then walked through the open kitchen, through the dining room, and quietly exited.

Kenny followed him at a distance and subsequently leaned against the bar, giving Candi the nod. She smiled back appreciatively. All the guests had been seated and the tempo had seemed to slow to a more easily manageable pace. The cantina was at peace.
Ruby walked past Kenny, abruptly halted, and spun around.
"What happened with Eric?" she asked.
"Well, I heard what he called you and I told him to get the hell outta' here. That's what happened. No big whoop," Kenny replied while trying out his best impersonation of Robert Goulet.
"Oh...thanks," Ruby smirked, as she turned and resumed waiting on her tables.
Feeling cooler than the other side of the pillow, Kenny made his way behind the bar and began helping Candi with the service well - mostly in hopes that Ruby would be back for more margaritas.
After slinging a couple of dozen drinks, Kenny noticed Shel, the hostess, slinking toward the bar with an unsure look on her face. Kenny was generally good at reading emotions, but this girl's facial clues seemed altogether blurry. Whatever they indicated, Kenny was pretty sure she wasn't looking forward to saying whatever it was she was about to say.
"Um, Kenny?"
"What's up, Shel?"
"Um, you remember when you fired Eric?"
"Yeah," Kenny replied, "It was literally like an hour ago."
"Well, he just called."
"Okay, so what did he say?"
"He said he wanted to talk to you."
"Well, is he still on the phone?" Kenny asked.
"Um, no," Shel squirmed, "He said he's waiting in the parking lot."

TO BE CONTINUED...

Linguine Tre Fratelli (Three Brothers)

I named this pasta dish Linguine Tre Fratelli because the flavor profile really draws it's essence from three major components: bacon, onions, and fresh basil. There are many variations to this recipe, but I feel that this version really brings it home. It is fast, simple, and delicious, but be forwarned - this dish should probably come with the card of a talented cardiologist. It is very rich and high in fat content, but boy oh boy is it good! This recipe serves four. Enjoy!

12 Slices Thick Sliced Bacon
1 Medium Onion
1/4 Cup Salted Butter
Fresh Parsely
Fresh Basil
Fresh Garlic
Fresh Grated Parmesan
1 Box Linguine
Salt & Pepper

First, rough-chop your bacon into approximately 2" squares and toss the pieces into a heavy-bottomed frying pan at a medium-low heat. While the bacon starts to cook off, cut your onion into quarters and julienne. Add the sliced onions and a good pinch of chopped garlic to the pan with the bacon, allowing the onions to brown and caramelize in the bacon fat, cooking slow and low. Stir the contents of the pan occasionally to prevent sticking.
While that is cooking, rough chop your fresh parsley and basil. The amount of herbs you use is optional. I tend to go a little heavy, as the aromatic herbs provide a sweet and fresh contrast to the salty bacon and Parmesan.
When the onions in the pan are a nice golden brown and the bacon appears to be crispy pull the pan from the burner. Carefully drain about half of the bacon fat from the pan. Add the butter to the mixture and return to a low heat, stirring slowly while allowing the butter to melt without scorching.
Once the butter is completely melted with the rest of the ingredients, pour the contents of the pan into a large bowl with your cooked linguine. Add your chopped herbs, salt and pepper to taste, and toss the pasta thoroughly. Serve into large pasta bowls and top with a generous portion of the fresh Parmesan. A nice piece of toasted garlic bread really tops off the dish.
A mellow and semi-sweet Chianti is the perfect wine for this dish.
I hope you enjoy, and until next time...mangi bene e sia bene! Grazie!

Keys to Unlocking Your Restaurants Hidden Potential

Image via Wikipedia

There are two types of people reading this article right now: The first is saying to themselves, "My restaurant is failing to meet the bottom line, and I need to make some changes."
The second is thinking, "My restaurant has been producing satisfactory results with the processes I currently have in place. The system's not broken and I'm not going to fix it." Well, let me be the first to say that no matter what your situation is, there is always room for improvement. Which brings me to my first topic...Why Change?

Complacency

It is human nature to fear change, and in doing so, we often miss some rather wonderful opportunities along the way. As far as long term survival is concerned, history has shown us that when entities fail to adapt and evolve they eventually become extinct. Such is life - and such is the way of the restaurant business.
The global economic landscape is rapidly changing, and restaurant owners and managers that fail to compensate for those changes may find themselves in a rut, or worse, in a downward spiral. It is essential to constantly assess your restaurants strengths and weaknesses. Is your staff performing at optimum levels? Are your expenses in line? Are my customers satisfied?
If the answers to all of the aforementioned questions is "yes!", congratulations! You are fairing better than many of your competitors. But, don't break out the champagne and ticker tape just yet, because I submit that things can still be better. The true brass ring is always just out of reach, and when we no longer pursue it we do a disservice to ourselves, our employees, and our guests.
In upcoming posts, I will examine in detail several techniques and procedures that will help to identify strengths and weaknesses existing within your organization, and proven measures that can be taken to substantially improve your businesses' current situation, no matter what that may be!
Thanks for sharing your valuable time with me today! For additional access to some of the features of this blog, please be sure to register. Until next time...mangi bene e sia bene! Grazie!

The Importance of Proper Training

I have seen new hires do some pretty unfathomable things during my career in the restaurant industry. I recently visited a four-star restaurant and was the recipient of a fairly perplexing sales pitch during which the server offered "hairy cooverts" as the nightly special's vegetable. After a moment of puzzlement I realized she meant haricot verts, French for green string beans. I am no food snob, but when servers don't know how to pronounce the foods or wines they are serving it leaves a bad taste in my mouth.
The front of the house staff, from the hostess to the floor managers, all serve as ambassadors of your restaurant. From the moment the guest walks in the door until the time they exit they are in constant contact with the members of your staff. Guests expect to be treated professionally and cordially from every member of your team that they come into contact with. For this reason, and many others, proper training is a crucial element of any successful eatery.
Your front of the house staff is there not merely to serve the guest, but also to educate and inform. When a customer asks a staff member a question that they should know how to answer but can't, it conveys a certain apathy. Great managers and trainers know that if they don't put the proper systems in place to ensure optimum communication, education, and honest feedback, they are sure to experience negative end results. The improperly trained employee can impair guest relations, destroy team morale, and cost the business valuable time and money.
In this post I'll discuss some of the basics of training.
Firstly, you need to select superstars on your staff that can assist with training. This can be especially challenging when you are opening a brand new restaurant. It's important to realize that by enlisting an employee as a trainer, you are giving that individual a gigantic responsibility. You must select the right people for this job.
Secondly, you absolutely need training manuals in hard copy, accompanied by systems that help to track new employees strengths and weaknesses. These manuals also help to communicate your businesses' mission, philosophies, standards of operation and policies.
Another must is upper-level inclusion in the training process that involves concise and direct feedback.
These training rules are only the very basics. I have created several training programs, and each one had to be customized for individual restaurants, but the true fundamentals of proper training weave a common thread throughout.
There are so many components to proper training, and I can't list them all here, but if you are reading this and would like to learn more, contact me at petegentzler@yahoo.com. Thanks for taking the time to read my blog. Until tomorrow...mangi bene e sia bene! Grazie!

P.S. Tomorrow: The Saga of Kenny Bloggins begins! Saturday: Linguine Tre Fratelli!
Sunday: ZZZZZZZZZZZZ! Show me the hammock!

Savory & Creamy Dressing Base

I just wanted to throw this into the blog because I was experimenting with it earlier today. The beautiful thing about this base is that once you've created it, you can customize it to match an infinite array of flavor profiles. Today, I added fresh dill, crushed garlic, and feta to the base. You could really add just about any herb to it. Don't be afraid to explore outside of the box - adding different vegetable purees, cheeses, and elements of citrus or salty items like capers or olive brine to kick it up a notch. The important thing is finding a combination that tantilizes the tastebuds of you, your family and friends! Enjoy!

1 Cup Mayonnaise
1 Cup 2% Milk
1/2 Cup Sour Cream
1/2 Cup Buttermilk
1 Tbsp. White Wine Vinegar
3-4 Dashes Worcestershire
Salt and Pepper to taste

TIPS: You may need to add milk to further thin the dressing. Be sure to taste frequently to ensure spice levels are correct, and remember, its easy to add more but its difficult to take it away!

Good to Great Service

Let me first address the longstanding debate about what truly makes a restaurant great; the quality of the service or the quality of the food. I've personally witnessed executive chefs and dining room managers argue their points over bottles of wine up to the point of intoxicated exhaustion. The bottom line is: if the service is lacking the guests may not return, and if the quality of the food is lacking the guests may not return. Like a symphony, a perfectly composed dining experience is the sum of a thousand small notes that have to come together at the right time to strike the right chord. This is why clear communication and respect between the front and the back of the house is imperative. That, however, is an issue to be examined at another time. This, after all, is a post concerning great service. And so, I digress...

Hiring

Great service begins with hiring the right people for the job. For those of you who have ever opened a restaurant this may be a subject that causes your blood pressure to rise suddenly for a brief moment. Conducting interviews en masse can be a grueling, if not at times hilarious task. I once reviewed an application that listed the desired position as "bust boy". I was never quite sure if that sounded like a good position or not. Needless to say, you may encounter your share of prospective employees that have limited or zero experience. Restaurant work accounts for a high percentage of Americans' first jobs, and you can't expect to find too many hostesses or bust boys that are highly tenured. The takeaway here is that a good owner or manager can train someone how to perform front of the house duties the majority of the time, but can rarely teach attitude, work ethic, or presence.

With proper training, most individuals with the right attitude and a true willingness to learn can become assets to the team. That is not to say that experience doesn't hurt. There are skilled workers out there who can add real life knowledge and guidance. Don't allow these candidates to slip away, and even make room for them if necessary. You will need key employees to assist in the training of new staff.

You can learn more about front of the house hiring and interview techniques in my upcoming book Running Restaurants 101.

The next post will explore some training basics. Until then, mangi bene e sia bene! Grazie! See you next time!

Ingredients for Success

Welcome back to Running Restaurants 101! Today we'll examine some of the most fundamental ingredients in creating a successful and profitable restaurant. Some of the topics below seem like real no-brainers, but many times along the way it is all to easy to forget the simple basics. For this reason it is always crucial to review the following with your staff - call it a gentle reminder of why we're all a part of this crazy business in the first place.

• SERVICE
• PRODUCT
• VALUE
• PROFIT & LOSS
• OWNERSHIP

All the elements above have one major thing in common - they all amount to guest satisfaction, and without that you have no hope. That's just the way the pickle squirts. So, without further ado, let's more closely examine the ingredients of this recipe. Over the next few days we'll take a look at each of these components individually and decipher how to achieve optimum results in all of these areas. So, until tomorrow, mangi bene e sia bene! Grazie!

Keys to Unlocking Your Restaurant's Hidden Potential: Why Change? Part II

In the last post the benefits of non-complacency were examined. Inertia can be a powerful force, indeed. This post will address another powerful force, this one a catalyst for change - a roller coaster economy. Although things appear to be taking a turn for the better, most people are still tightening their purse strings. Unfortunately, dining out is often high on the list when it comes down to trimming the family budget.
Many restaurants are using clever promotions and offers to make eating out a more value-driven family experience. Prix fixe menus, portion options, early bird menus, and hyped-up happy hours are springing up in all sorts of establishments from coast to coast. Anyway you look at it, consumers are looking for more bang for their buck.
One owner at a four-star restaurant I recently consulted for told me that he had trepidations launching any such promotions for fears that it would too drastically change the establishment's "upscale identity" in the eyes of guests. I replied that being forced to close shop due to lack of traffic would mean there may no longer be an identity to lose! It's not necessary to reinvent the wheel when you adapt to market changes, it just means that you need to explore ways in which to be more accessible to your desired audience. If you can feasibly maintain costs, selling 200 hamburgers at $5.00 apiece is better than selling 0 for $10.00 apiece. The bottom line is getting people in the door and coming back for more, and in this economy owners and managers may need to consider short-term sacrrifices for long-term gains. As one chef I had the pleasure of working with used to say, "its not rocket surgery, kids."

----------------
Now playing: The Beatles - Blue Jay Way
via FoxyTunes